Guest Services Supervisor - Seasonal - Full-Time

Blue Mountain Resort; The Blue Mountains; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading mountain resort in Ontario is seeking a Supervisor for Guest Services. This role requires motivating and training staff, managing performance, and ensuring excellent customer service. Candidates should have supervisory experience in hospitality and strong conflict resolution skills. This position offers an hourly rate of $23.27 and full-time shifts of 4-5 days per week, including weekends.

Benefits

Free Alterra Mountain Pass for employees

Discounts on Blue Mountain Lift tickets

Staff priced meals

Retail savings at various brands

Qualifications

• Previous supervisory, training, coaching and performance management experience, preferably within the hospitality industry.
• Experience with handling money.
• Excellent service recovery and conflict resolution skills.

Responsibilities

• Setting clear sales and service expectations for staff.
• Supervising and coaching the guest service team.
• Managing sales transactions and balancing daily sales.
• Ensuring responsibilities are covered according to operational needs.

Skills

Supervisory experience

Money handling

Service recovery skills

Conflict resolution skills

Leadership and coaching

Job description

Seasonal

WHAT’S IN IT FOR ME?

• Free Alterra Mountain Pass for employees; ski or ride for free at Alterra owned destinations!
• Alterra Mountain Passes for your family;
• Discounts on Blue Mountain Lift tickets for friends and family;
• Free skating;
• Staff priced meals & Starbucks treats;
• Staff room rates at all our hotels;
• Retail savings at Burton, The North Face, Red Devil Sports, Hillside, and more!

Hourly Rate of $23.27

Full-Time – 4-5 shifts a week

Weekends Required

WHAT WILL I BE DOING?

The Supervisor, Guest Services is the living, breathing example of the energy, positivity and proactivity that is required for promoting and selling Blue Mountain Resort products, services and activities.

• Setting clear sales and service expectations for staff.
• Supervising, motivating, coaching and recognizing performance amongst the guest service team at multiple Guest Services and Ticket Booth locations. Addressing, managing and documenting performance shortfalls as they happen. Conducting performance evaluations and suggesting plans to help motivate workers to achieve goals.
• Training and leading front-line staff and ensure day-to-day operation and ongoing coaching and development.
• Developing SOPs and other training documents.
• Overseeing and, when necessary, handling sales transactions for season passes, tickets, rentals, lessons and attractions; managing a cash float, balancing and reconciling daily sales, balancing safes, completing daily reporting and opening/closing all Guest Service locations.
• Managing guest expectations and seamlessly ensuring satisfactory service recovery.
• Developing and possessing an extensive knowledge of activities, events, resort amenities and surrounding area information.
• Maintaining equipment, supplies and amenities for department areas.
• Ensuring responsibilities are covered according to days off, Guest Service locations, orders, inventory, hours of operation and changing weather patterns.
• Monitoring and supporting online communication platforms such as Alto.

WHAT DO WE NEED FROM YOU?

• Previous supervisory, training, coaching and performance management experience, preferably within the hospitality industry.
• Experience with handling money.
• Excellent service recovery and conflict resolution skills in order to bring both guest and employee concerns to satisfactory closure.
• Ability to monitor and impact the bigger picture and the bottom line through strategizing to improve existing systems and sales procedures with a proactive mindset

AUTHENTICITY | EMPOWERMENT | COLLABORATION | PURPOSE

Blue Mountain Resort Company Overview

Blue Mountain Resort is Ontario’s largest mountain resort. Nestled on the shores of Southern Georgian Bay, on the traditional territory of the Anishinabek Nation: The People of the Three Fires known as Ojibway, Odawa, and Pottawatomie Nations. Only 90 minutes outside Toronto, Blue Mountain has become the four-season outdoor destination of the North. Blue Mountain is owned by Alterra Mountain Company.

Alterra Company Overview

Alterra Mountain Company is a family of iconic year-round mountain destinations, the world’s largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.